SUMMERY:

• 14 years of experience working as Desktop Support/Help Desk Analyst providing in-house and remote support utilizing various remote support utilities including RDP, CITRIX Active Directory, Logmein, etc.
• Supported Windows NT, XP, 7 , on a LAN environment, Wired/Wireless connectivity, IPAD/IPHONE/ANDROID devices. Also supported MS Office XP, 2007, 2010 .
• Ten years of experience installing, configuring and break/fix supporting PCs, Laptops, Printers, LAN/WAN/Wireless connectivity, software.
• Three years setting up and providing Level 1 support for AV presentations, video conferences, Webinars and Audio bridges.

SKILLS:

Operating Systems

Windows XP/Vista/7, MS-DOS 6.22, Android.

DBMS

ORACLE 8.0.4, Sybase SQL Anywhere 5.0, MYSQL

Software

Microsoft Office XP/2007/2010/2013, Microsoft Visual Basic, Paint Shop Pro, Google Chrome, Adobe CS5, Norton Ghost, Symantec Endpoint, CITRIX Active Directory, Mainframe Brokerage Processing Services BPS platform, SharePoint, CASPER Remote.

Tools

ITSM/Intel LAN Desk/Remedy/HEAT/Support Magic 4.5 call tracking software,

SCCM, CITRIX Active Directory, Altiris Deployment Console, Logmein.

Hardware

IPAD, IPHONE, Android tablets, IBM compatible PC, MAC,

Printers, Network Ethernet cards, Tape Backups, Multimedia CRESTRON, NVIDIA video cards, sound cards, DVD RW, CD-ROMs/CD-R, video capture.

EXPERIENCE:

Confidential

Desk Side Support Consulting

• Imaged computers for Russell Investments NYC office via PXE boot.
• Installed additional software as per request via the Run Advertised Apps.
• Migrated clients' from DELL E6320 E6330 laptops to E6340s laptops.
• Performed backup of clients' user states and then restore their data onto the new laptops.
• Provided onsite post migration support to all clients'.
• Responded to service requests received via OPAS.
• Supported 100 onsite and remote users via MS Lync and LogMeIn 123.
• Contacted hardware vendors in order to get replacement parts and to request service calls.
• Created checklist documentation for migration and imaging procedures.
• Provided desk side support and Executive support.
• Performed MDF room maintenance buy replacing failed Proxy Servers, APC UPS, Verizon WAN routers, Riverbed Compaction Utility.
• Assisted in decommissioning and disposal of retired network equipment.
• Performed installation and patching of expansion Cisco routers to the network core systems as part of an office expansion project.
• Participated in emergency recovery drills.
• Worked with AV team to support the Crestron based conference rooms and mobile unites.

Confidential

Migration Specialist Consulting

• Surveyed client software and hardware needs.
• Contacted software team for verification of client's ability to be migrated to Windows 7.
• Imaged computers for verified clients' via PXE boot.
• Installed additional software as per request.
• Performed backup of clients' user states and then restore their data onto the new laptops/pc's.
• Provided post migration support to all clients' via e-mail/BlackBerry/CISCO Soft phone.
• Taken possession of Global Support Requests GSR for hardware upgrades.
• Contacted hardware vendors in order to get replacement parts and to request service calls.
• Created documentation for migration and imaging procedures.
• Provided desk side support.

Confidential

Desktop Support level 2 3

• Dispatch team leader for the LF Virus Response Team.
• Provided Desk side and telephone based customer service technical support.
• Logged all support calls into Manage Engine call tracking and resolve issues on site.
• Took possession of tickets from start to completion.
• Assisted client with resetting their user credentials via CITRIX Active Directory.
• Created new client credentials in Active Directory.
• Configured Cisco VoIP Phones.
• Built New PC's for new hires using standardized image via PXE, USB, CD media.
• Installed and configure applications via the Altiris Deployment console and in person.
• Connected clients to network printers.
• Deployed network printers and software packages via CASPER Remote to MAC's.
• Performed weekly backup tape rotation.
• Systems installation: Windows XP/7.
• Software installation: MS Office 2010, Adobe Acrobat CS5, CASPER Remote, etc,.
• Supported and trained clients on how to use mobile devices IPAD, IPHONE, ANDROID, and BLACKBERRY.
• Assisted users with MS Word/Excel to format their documents.
• Interacted with VP's on day-to-day bases.
• Provided support for Web seminars.
• Remotely supported users' desktops via the Remote Desktop and the Deployment Console.
• Setup video conferences and AV presentations.
• Supported at least 2000 users.
• Support breakdown: 60 on site break fix, 20 RDP, and 10 e-mail, 10 phone.

Confidential

Desk Support level 2 3

• Provided Desk side and telephone based customer service technical support.
• Assisted clients with resetting their credentials via Active Directory.
• Logged all support calls into ITSM call tracking and resolved issues on site.
• Provided desk side support to end users, including support for PC, laptops and some Mac's.
• Performed new hire creation and terminations in companywide systems.
• Built New PC's for new hires using standardized image.
• Installed and configure applications via the Altiris Deployment console and in person.
• Connected clients to network printers.
• Provide general desktop and Microsoft Office support.
• Systems installation: Windows XP/7.
• Software installation: MS Office 2010, Cactus 3.0.10.35, Adobe Acrobat Co., etc.
• Utilized PXE server in order to deploy Windows 7 to multiple PC's.
• Deployed Windows XP in a lab environment to multiple PC's via a network share accessible by means of a Boot CD.
• Provided support for Web seminars.
• Setup video conferences and AV presentations.
• Remotely accessed clients' desktops via the Remote Desktop and the CITRIX Deployment Console in order to troubleshot, install new software, map them to network drives, connect to shared printer, backup and restore their PST file.
• Supported at least 2000 users.
• Support breakdown: 60 on site break fix, 20 RDP, and 10 e-mail, 10 phone.
• Assisted users with MS Word/Excel to format their documents.
• Interacted with VP's on day-to-day bases.

Confidential

Help Desk - Level 1 2

• Provide telephone, e-mail and Web-based customer service.
• Log all support calls into REMEDY call tracking system and escalated to appropriate groups.
• Took possession of tickets from start to completion.
• Assisted in resetting clients' passwords, unlocking user account via CITRIX and Brokerage Processing System BPS platform terminal session.
• Provided desktop support to end users, including support for PC, Lenovo laptop and some Mac desktop hardware.
• Performed new hire user id creation and user terminations in companywide systems.
• Built New PC's for new hires using standardized image.
• Setup video presentation, video conferences.
• Performed new equipment deployment and assets relocation.
• Software installation: MS Office 2007, Adobe Photo Shop Co., Adobe Acrobat Co., etc.
• OS installation: Windows XP Pro/7.
• Assisted users to connect to local network shared printers.
• Remotely accessed users' desktops via the Remote Desktop and the Microsoft Systems Configuration Manager 2007 in order to troubleshot, install new software, map them to network drives, connect to shared printer, backup and restore their PST file.
• Supported at least 1000 users in Ridge Clearing, Journal Square offices
• Support breakdown: 60 phone, 15 break fix, 20 Remedy tickets, and 5 e-mail.
• Assisted users with MS Word/Excel to format their documents.
• Answered questions about using MS Office.
• Configured IPHONE, IPAD, Android devices to connect to the corp. Wi-fi network.
• Installed mobile productivity software and service pack updates on IPHONE, IPAD, Android devices.
• Trained management on uses of mobile devices such as IPHONE, IPAD, Android tablets.

Confidential

DELL Field Tech Part-Time

• Install and configure applications.
• Configure LAN connections to network printers.
• Provide general desktop and Microsoft Office XP , Windows XP support.
• Software installation: MS Office XP Pro, Adobe Photo Shop Co.,
• Adobe Acrobat Co.
• Re-imaged DELL laptops/ Desktops.
• Performed asset tagging and POD recoding activities.

Confidential

Tech Lead Full-Time

• Provided Software installation: MS Office XP Pro, Adobe Photo Shop Co., Adobe, Acrobat Co.
• Customer service support of systems installation: Windows XP Pro/Vista.
• Installed several types of hardware: Desktop PC/Laptops, Printers, Network, Ethernet cards, CD-ROMs, scanners.
• Recruited and led small team of 3 team member.
• Created and implemented research projects for future imports and investment into foreign markets.

Confidential

PC Technician/Help Desk Support Specialist

• Provide telephone and Web-based customer service and technical support.
• Log all support calls into HEAT call tracking and resolve issue or dispatch technicians as needed. Assisted in resetting user passwords. Install and configure applications. Configure LAN connections to network printers. Provide general desktop and Microsoft Office support.
• Software installation: MS Office XP Pro, Adobe Photo Shop Co., Adobe Acrobat Co., etc.
• Systems installation: Windows XP Pro/Vista.
• Transferred Lotus Notes e-mail database to Microsoft Office Outlook.
• Assist with maintaining inventory of hardware and software.
• Supported at least 1000 users in John Wiley, Hoboken offices.
• Configured Blackberry devices to connect to corp.
• Setup video conferences for corporate meetings and presentations.
• Created how to instructions for end users.